Jobani Bqn
map-marker Toronto, Ontario

To explain my experience

March 2 we were told we will get cash for staying behind one night.

At the counter the next day, we were told

Cash not available and handed us vouchers. I requested the vouchers to be used by one of us because I wont be travelling anytime the next year.

It was written on the voucher that it could be transferred to my husband.

When I tried booking now, Aeromexico said the voucher cannot be transferred.

In conclusion, we were lied 2 twice in Costa Rica airport, by Aeromexico agents.

I expect your intervention in this case.

I have the voucher with the agents name and hand writing and you could verify that with your records.

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User's recommendation: Avoid Aeromexico if you want good customer service

Diana W Nqq

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Verified Reviewer
| map-marker Newark, Ohio

Refund is missing

Aeromexico Airlines - Refund is missing
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Aeromexico Airlines - Refund is missing - Image 3
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We have not received our refund for 12/26 flights. See below for record of cancellation. Aero Mexico says we were reimbursed but we were not! Customers Margaret Wolf and Zachery Purdy (my kids). It was charged to my credit card. The flights were booked and cancelled within 24 hours All details are on attachments below.
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User's recommendation: Credit department needs to do credits within 60 days

Esteban E Som

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Verified Reviewer

Nationality and Passenger name error, when booking flight tickets..

Booking Ref: AZGBWK

Dear Aeromexico

We were told to contact you by GoToGate as there are some system errors in our passport details. The nationalities are all wrong, as the system auto input "Malaysia" wrongly as we are currently in Malaysia.

Could you please update our nationalities and names correctly as below?

Monique Adeline Escobar ("Adeline" is middle name)

Female

Passport K277****Z

Issued 8 Jun 2022

Expiry 8 Jun 2032

DOB 1 Aug 2001

Nationality Singapore

Karen Chan Escobar

Female

Passport K254****N

Issued 24 Mar 2022

Expiry 24 Mar 2032

DOB 20 Jul 1965

Nationality Singapore

Esteban Escobar

Male

Passport A3553****

Issued 18 Sep 2023

Expiry 17 Sep 2033

DOB 27 Aug 1968

Nationality American

Thank you for your kind assistance.

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Preferred solution: Aeromexico can help with the correction of nationality and name.

Tegan Mbd
map-marker Surrey, British Columbia

Damaged luggage

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Case Number : 0264**** Ongoing for the last 9 months..and no one have done anything about it...my bag was damaged I have submitted the claim right away after my trip and ever since that nothing have been done.
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User's recommendation: Don't travel with this airline at all they don't care about any customer issues at all

Jessica M Khy

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Verified Reviewer

Lost baggage

My baggage was lost. I checked it in in Seattle, boarded my flight and when I got off it was not there.

Reported it immediately but that didnt seem to help as its been 4 weeks and when I call they act like they dont know how to handle this. They never send me emails to confirm they are still looking and have done absolutely nothing to try to reimburse me or resolve this. Baggage itself is not cheap and then the items inside are gone too. I had to buy new clothes and things on our trip, that was more money spent.

I saved all my receipts but have never had a chance to send them in as no one is actually helpful. Highly do not recommend this airlines.

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Pros:
  • Good food on board
Cons:
  • Not helpful after loosing my bag

Preferred solution: Full refund

User's recommendation: Do not recommend

Jeff M Kai

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Verified Reviewer

Incredibly poor customer service.

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Delayed over 24 hours in reaching my destination on the way there. Overbooked on the way back. Their staff are trained to tell you to seek out and receive compensation, but there is no legitimate way to do this. They do not care about their customers at all. Customer service just directs you to an email that tells you to email another email that doesn't respond.
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Loss:
$2000
Cons:
  • Horrible customer service and communication

Preferred solution: Full refund

User's recommendation: Book elsewhere. If something goes wrong they do not care.

Nathin Eyx

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Verified Reviewer
| map-marker Calabasas, California

Overcharge on baggage during checking

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The agent charged all 3 bags under one name even though there were 4 traveling. When we tried to explain that this results in more charges the agent could not understand English. When presented this dispute to Areomexico they just stated that it was my fault.
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User's recommendation: Avoid using Aeromexico

Corinne M Tjs

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Refund on luggage cost for a cancelled flight

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Aeromexico Airlines - Refund on luggage cost for a cancelled flight
Updated by user Mar 21, 2023

Nothing has been done. I have my credit card company working on it.

Original review Mar 21, 2023
The flight was canceled but they still charged us for mine and husbands luggage. for $60.34. The cancelled flight was from Puerto Vallarta,México to go to Mexico City. Originally we were to fly out on Delta straight thru to Detroit, Michigan but because of bad weather in the north, that flight got cancelled so Delta set us up on AeroMexico on February 23, 2023.. That flight was cancelled. Delta never charged us for cancelled flight baggage but Aeromexico did.
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User's recommendation: Don’t expect much when you fly this airline. The departing gate didn’t even tell us for four hours that the flight was cancelled.

Emoree Ovr
map-marker Iztapalapa, Mexico

The staff was hard to deal with and my issue was not resolved. Very disappointing service. It made me change company.

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An error was made with my booking and I tried to have it fix unsuccessfully. My sister booked my flight and put the wrong last name on the purchase. Simple error. She put my name and her l last name.
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Loss:
$380
Pros:
  • Well known mexican airline
Cons:
  • Poor customer service

Preferred solution: Full refund

User's recommendation: NEVER

Anonymous
map-marker Panorama City, California

Complaint/refund

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Aeromexico Airlines - Complaint/refund
I paid 2 tickets first class no food was serve. Why would you advertise a lady eating dinner that is false advertisingnot n
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User's recommendation: Not first class

Anonymous
map-marker Oaxaca City, Oaxaca

Want to confirm my flight

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Nothing happened,that's the problem with Aermexico,nobody responds . Live Chat is useless.nobody ever there.Inquiries by email are never answered.Tell them you can not read Spanish and they still send everything in Spanish. Their website just keeps saying " Try Again " , Very,very frustrating !
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User's recommendation: Nobody at Aermexico responds to an inquiry.

Arturo M Osv

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Verified Reviewer
| map-marker Calexico, California

Flight Open

Greetings, On December 28th 2022, I was scheduled to fly out of Mexicali, Baja California Mexico to Mexico City via Volaris.

Honestly I've had problems with Volaris almost eveytime I fly out. This time it was any different.

I received an text from Volaris asking me if I wanted to volunteer to change my flight to the following day. Keeping in mind that Volaris had already changed my flight from the 27th of December to the 28th. I quickly went to the Aereomexcio stand and explained to them my situation that my flight might be changed for the following day. When at that time I spoke to a Aeromexico supervisor and she informed me if Volaris didn't change my flight to the following day, I can fly out with Volaris and Aereomexico will leave my ticket open that I had just purchased on December 28, 2023.

I purchased the ticket with Aeromexico with the understanding if I flew out with Volaris on December 28, 2023, I would still have my ticket open with Aeromexico. I just called Aereomxico and sadly to say Aeromexico did not leave the ticket open for a future flight like the manager had told me. She said I would be able to use the ticket within a year. I want to use Aeromexico services instead of Volaris from now on.

The notes say I missed the flight to Mexico City. I flew with Volaris thinking that I my flight that I had just purchased would still be kept open.

May you PLEASE open this flight. I usually fly out to Mexico City round trip five times a year and would be a pleasure to use AEREOMEXICO services.

Thank you so much,

Arturo Mayorga

760-675-****

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Ruth V Nnk

I need to cancel my flight

I just find out I'm covid positive i need to cancel my flight for this coming Friday Got a phone record telling me I need to Waite 3 hours to to speak to a Aeromexico customer service
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Preferred solution: Full refund

User's recommendation: Less waiting time to talk to a customer service

Roger P Ixb

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Verified Reviewer
| map-marker Penticton, British Columbia

Trying to book a flight

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I phone to try and book flight , but you speak in French , of which I dont have working knowledge. I CANNOT GET ANYONE TO ANSWER YOUR PHONE , 24 hr line !!!
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Javon B Pvh

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Reimbursement for Hotel Charge - Aeromexico confirmation number is RBAHXX

Aeromexico Airlines - Reimbursement for Hotel Charge - Aeromexico confirmation number is RBAHXX

Good day,

I am writing to your customer service department to seek compensation for a hotel reservation I had to make due to missing a connecting flight as a result of aircraft issues and crewing requirements. On Saturday November 26, 2022, I travelled from Mexico City, Mexico to Miami International, USA aboard flight AM 422.

At the time of boarding we were informed by the airline's representatives that there were security concerns with the particular aircraft which was to be used. Subsequently we were rerouted to a replacement aircraft at another gate. Upon reaching that gate we were then told that the crew for the flight needed to be replaced due to time constraints. We were originally scheduled to depart Mexico City at 12:55pm, however due to the delays in boarding we did not depart until 2:00pm.

I had been scheduled to board a connecting flight aboard American Airline's AA1400. This flight was scheduled to leave Miami International for Kingston at 6:50pm. Upon realizing that due to the flight delays with AM 422, I requested the assistance of the inflight crew to seek guidance in how to proceed once I had arrived in Miami, USA. I spoke with two different inflight crew members who instructed me to speak with a representative in Miami regarding assistance.

We arrived in Miami at approximately 7:00pm and as such the connecting flight I was to board had departed. I attempted to explain same to the ground crew member I saw at the aircraft door but the person did not listen to the extent of my explanation and told me to collect my bags and clear customs. Once I had done so, I navigated to Aeromexico's ticketing counter to seek assistance there. This was however futile as no representative from Aeromexico was present at the time.

I did however speak with a Delta Airline's representative, the individual however told me that they were "off the clock" and subsequently walked away. Not being able to resolve the situation made me feel distressed at the time. I gathered myself and navigated to the outside of the terminal where I got a taxi and went to the nearest hotel I could stay until I was able to return to the airport. I decided to leave the airport as at that time it was approximately 8:00pm and there would be no flight for American Airlines into Kingston, Jamaica until the earliest 10:30am the following day.

Upon returning to the airport the following day I went back to the Aeromexico ticketing counter at approximately 8:00am. I was advised that no representative was present, however there was a Delta Airlines representative who proved much more helpful.

He proceeded to apologize for the inconvenience and stated that he would log my report into the system. Subsequently I went to the American Airlines ticketing counter where I was able after several attempts to get a rebooked flight into Kingston, Jamaica at 6:50pm on Sunday November 27, 2022.

My Aeromexico confirmation number is RBAHXX.

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Loss:
$149

Preferred solution: Full refund